Opening Address by Guest of Honour, Ms Low Yen Ling, Parliamentary Secretary, Ministry of Education, at the Customer Experience And Analytics Centre (CEAC), Nanyang Polytechnic

Published Date: 27 March 2017 12:00 AM

News Speeches

Ms Jeanne Liew, Principal & CEO, Nanyang Polytechnic,

Mr Yeo Guat Kwang, NTUC Assistant Director-General,

Mr Gilbert Tan, CEO, e2i and NTUC Assistant Director-General,

Mr S Lim, DBS Country Head and Chairman, School of Business

Managements, Nanyang Polytechnic,

Distinguished Guests,

Students,

Ladies and Gentlemen,

Introduction

1. A very good afternoon to all of you. I am honoured to be here at the official launch of Customer Experience And Analytics Centre (CEAC) in Nanyang Polytechnic.

Importance of Digitalisation for Local SMEs

2. Businesses big and small are facing uncertainty from today’s global economic and political changes. Given the deep shifts we are seeing around the world, companies in Singapore must continue to develop strong capabilities so that they remain relevant, nimble and sustainable.

3. Many local companies are actively looking for ways to innovate and improve their business models and operations. Many are exploring uncharted and new grounds, such as collaborating with partners to adopt digital business solutions.

4. At the recent Budget Debate, Finance Minister Heng Swee Keat highlighted the importance and necessity of digital technology. He also said that more help will be extended to businesses to enable them to build digital capabilities. Initiatives like the SMEs Go Digital Programme will allow SMEs to get step-by-step advice and support for the adoption of impactful digital solutions to improve productivity.

5. This morning’s SME symposium organised by e2i, NTUC, and NYP served to address and discuss the current challenges faced by SMEs. We hope the insights and strategies shared have sparked new ideas and possible solutions, as well as provided us with a better understanding of how we can work together to help SMEs develop critical capabilities and adopt digital technologies.

CEAC’s Collaboration with SMEs

6. The revamp of CEAC by Nanyang Polytechnic is thus timely. For the past 15 years, CEAC had provided solutions for companies such as Daikin and Singpost. Now that CEAC is equipped with the latest technologies, I am confident it will become a partner of choice for many businesses, especially SMEs wishing to embark on their digital quest to transform and provide better customer experience.

7. Since December 2016, CEAC has won a sizable number of projects with new local SME clients. These projects focus primarily on Customer Experience Management in the area of Social Media engagement and analytics. The social media world is presenting SMEs with new, cost-effective options for interacting with existing and new customers. This not only changes the way SMEs engage their customers, it also opens up new opportunities for expanded sales, products and services.

8. For instance, the CEAC is working closely with Sim Soon Heng Cooking Ingredients Private Limited, a B-to-B local company selling customised sauces, to expand their digital presence and explore moving into a B-to-C model. Currently, Sim Soon Heng has minimal digital presence; it does not have a website and has yet to engage its customers through social media. CEAC will help the company translate its 39-year strong brand history into digital footprints on the Internet and social media. CEAC is also assisting Sim Soon Heng to better engage its existing clients and increase its brand awareness among potential customers.

9. This is an example of a win-win collaboration between NYP and its partners. The CEAC offers the chance for SMEs to build critical capabilities to succeed amidst today’s challenges. At the same time, our students get to deepen their skills for the future economy.

10. As they help SMEs develop their digital presence, NYP’s School of Business Management students are also gaining first-hand experience in creating a brand story. Tapping on their knowledge and strengths as frequent social media users, these digital natives develop and implement customer engagement plans for the SMEs. This application of personal skills and classroom theories in the real business context is part of NYP’s Teaching Enterprise Project, a unique pedagogy that equips students with key skills through authentic learning.

Conclusion

11. In closing, I would like to commend NYP for the wonderful and authentic learning you provide and your contributions in partnering our local businesses. I wish NYP and CEAC all the best in your journey to support our homegrown SMEs.

12. Thank you.

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